Customer Service Team Leader

We are currently recruiting for a passionate Customer Service Team Leader for an established-family owned Swindon based Client.-

The Customer Service Team Leader will ensure clear and timely communication, issue resolution, analysis and reporting, to both internal and external teams.

The role will support the team with tasks, training and personal development to achieve customer service excellence and deputise for the Customer Service Manager and assist with project initiatives.-

About the Customer Service Team Leader Role:

• Normal working hours hours are Monday to Friday, 9am-5:30pm, but some flexibility will be required
• Salary is -31,059 per annum
• Based in Swindon
• Permanent role-
• Potential for future progression

Duties for the Customer Service Team Leader:

• Build and maintain relationships with key customers
• Provide first line customer support and escalation to resolve service issues.-
• Liaise with internal teams to support in the smooth running of the operation.-
• Lead and develop the Customer Service Advisors
• Oversee the daily cover and workload, delegating tasks within the team where required.-
• Prepare and attend weekly internal and external Customer Service and KPI reviews, manage the timely completion of relevant actions & support with preparation for monthly reviews
• Ensure adherence to procedures in line with company policy and best practice.-
• Creation of, management and adherence to Customer Service SOPs and SLAs
• Monitor and validate reporting, ensuring that reports are accurate and timely.-
• Ensure contractual KPI reporting is prepared to required timescales.-
• Support the Contract Manager and Customer Service Manager with continuous improvement initiatives.

Key Skills / Experience for the Customer Service Team Leader role:-

• Previous experience of leading a team, including staff training & development-
• Experience of working in a KPI / target driven environment-
• Good level of numeracy & accuracy-
• Experienced IT user comfortable with adapting to new technologies and ways of working
• Excellent interpersonal skills, with the ability to build relationships at all levels across internal & external teams
• Able to coordinate a variety of tasks simultaneously and working to deadlines

To be considered for the Customer Service Team Leader role apply today!